The Customer Experience Copywriter will be responsible for managing the text content within our customer service macros, chatbot text, self service pages and outbound emails.
Be the primary source of all written content within iHerb’s self service and customer service macro responses that is delivered directly to customers.
Display strong attention to detail in their written work and utilize experience with positive scripting to increase customer adoption of self service and satisfaction.
Design a customer friendly and informative voice for iHerb’s chatbot.
Bring in best practices when designing customer service macros that focus on quick resolution, reducing future complaints and improving satisfaction
Write, edit and proofread customer facing emails to ensure it is accurate, consistent, grammatically correct and that the message speaks to the target audience in a cohesive brand voice throughout multiple channels
Independently produce high-quality copy from concept to execution within established brand voice
The duties and responsibilities described above may provide only a partial description of this position. This is not an exhaustive list of all aspects of the job. Other duties and responsibilities not outlined in this document may be added as necessary or desirable, with or without notice.
Knowledge, Skills and Abilities:
Experience with a fast paced environment and changing priorities, while maintaining attention to detail and a focus on customer satisfaction. Preferable in ecommerce, customer care or related fields
iHerb is looking for this candidate to lay the foundation for our customer facing voice on our self service platforms. Therefore this candidate should be a strong self-starter
Experience in customer service macros writing and/or Voice of Customer presentations
High standards for craft and a precision eye for editing, grammar, and proofreading
The ability to convey the context to internal translation teams
Self-starter with strong attention to detail and experience with positive scripting
Experience with Microsoft Office Suite (Word, Excel, PowerPoint)
Experience with Google Business Suite (Gmail, Drive, Docs, Sheets, Forms) preferred
Zendesk reporting a plus
Generally, requires two (2) to four (4) years of experience with working with customer service macros, self service pages, a chatbot and other related content. Knowledge of international customer service is a plus
Bachelor’s Degree in Marketing or related field preferred, or a combination of education and equivalent work experience.
At iHerb, we are dedicated to offering programs designed to help our employees and their families stay healthy, live well and plan for the financial future. Built on a strong foundation, our programs provide options and upgrades with flexibility, protection, and security in mind. Below is a snapshot of the benefits we offer our team members. For a more comprehensive listing, visit www.iHerbBenefits.com.
- Medical Care: Starting in 2021, iHerb covers 100% of the associated cost for medical benefits
- Dental and Vision benefits
- Safe Harbor 401(k) + company match (100% of the first 6% of the employee’s contribution)
- Company-paid Term Life Insurance
- Short and Long Term Disability
- Flexible Spending Account (for qualifying expenses)
- Pet Insurance
- Voluntary Supplemental Benefits
- Education Reimbursement Programs
- Professional Development and Job Training
- Wellness Programs with opportunity to earn up to $300 per year
We strive for innovation, targeted at delivering a customer-centric experience while transforming the online shopping experience. We change direction and define ourselves in the idea that individually we are incredible but united our growth is infinite and paramount to our success. iHerb strives to be the global industry leader!
iHerb is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status. iHerb provides equal employment opportunities to all applicants for employment and prohibits discrimination and harassment.